WALNUT SERVICE MEMBERSHIP PROGRAM
TERMS AND CONDITIONS
Canada
These Terms and Conditions form a binding legal agreement between you and Walnut Insurance Inc. By enrolling in, accessing, or using the Service Membership, you acknowledge that you have read, understood, and agree to be bound by this Agreement. If you do not agree to these Terms, you must not enroll in or use the Service Membership.
The Service Membership is a prepaid service program that provides access to device service actions including technical support, diagnostics, repair coordination, performance optimization, and related operational services. It is not insurance, not a protection product, not an extended warranty, and does not provide reimbursement, indemnity, or any monetary compensation for loss.
1. Definitions
For purposes of this Agreement, the following terms apply.
Activation refers to the successful verification of Eligible Device information required for services to begin.
Eligible Device refers to a device registered and accepted under your Service Membership.
Member refers to the individual who enrolls in and pays for the Service Membership.
Member Portal refers to the online interface through which you manage your Service Membership.
Membership Fee refers to the recurring fee associated with your Service Membership.
Membership Start Date refers to the date your first Membership Fee is successfully processed.
Membership Year refers to the twelve month period beginning on the Membership Start Date.
Service Membership refers to the prepaid service program you have selected.
Service Request refers to a request submitted by you for services included in your plan.
Service Summary refers to the schedule of services, limits, and fees presented to you at enrollment.
Service Value refers to the total amount Walnut commits to pay to service providers or vendors for an approved Service Request.
Subscription Period refers to the billing term defined in your Service Summary.
Waiting Period refers to the period during which service is unavailable as described in Section 5.
2. Nature of the Service Membership (Non Insurance)
The Service Membership provides access to specified service actions performed by Walnut or authorized service providers. It does not transfer financial risk from you to Walnut and does not function as insurance, a protection plan, or a financial reimbursement product.
The Service Membership does not:
• compensate you for any loss or damage
• indemnify you for any event
• provide payments to you under any circumstance
• promise coverage for uncertain or accidental events
• replace or extend any manufacturer warranty
All services under this Agreement are limited to the direct performance of services by Walnut or its partners within defined limits.
3. Eligibility Requirements
To remain eligible for services, you must:
• reside in Canada
• provide accurate and complete information
• register all devices you wish to include
• maintain an active payment method
• pay all Membership Fees and service fees when due
• follow all instructions required for diagnostics
• provide documentation or photographs upon request
• protect your devices from further damage
• back up device data prior to any service
Walnut is not responsible for any data loss that occurs during diagnostics, repair, or other service actions.
4. Service Membership Plans
Walnut offers two service membership plans. Each plan is a fully self contained membership. All services, limits, and fees listed under a plan apply solely to that plan.
4.1 Single Phone Protection
The Single Phone Protection Service Membership provides prepaid access to device services for one registered smartphone.
4.1.1 Technical Support and Performance Services
a. Twenty Four Seven Technical Support
Walnut provides continuous access to expert support for the registered smartphone. This includes:
• device setup and onboarding
• connectivity and syncing issues
• app and software troubleshooting
• operating system guidance
• device performance and stability diagnostics
b. Performance Tune Ups
This includes proactive device optimization services such as:
• battery health evaluation
• storage cleanup and optimization
• speed and responsiveness enhancement
• firmware and security checks
• removal of digital processes that impair performance
c. Seven Day Service Resolution Guarantee
For any approved Service Request, Walnut will complete the required service within seven days using expedited repair scheduling, accelerated logistics, replacement sourcing within plan limits, or remote resolution. If a delay occurs due to reasons outside Walnut control such as shipping or parts availability, Walnut will notify you and provide an updated timeline.
4.1.2 Device Repair and Support Services
This plan includes diagnostic and repair services for the registered smartphone relating to:
• accidental damage
• mechanical breakdown
• theft related service assistance limited to repair or replacement coordination only
No indemnity or reimbursement is provided.
4.1.3 Service Limits
The Single Phone Protection plan includes:
• a maximum of two Service Requests per Membership Year
• a maximum Service Value of five hundred dollars per approved request
Once limits are reached, no further services are available until the next Membership Year.
4.1.4 Member Service Fees
The following fees apply to each approved Service Request and must be paid before services begin:
• screen repair: forty dollars
• other repairs: one hundred forty dollars
• replacement device sourcing: two hundred dollars
4.2 Single Phone Protection and Home Bundle
This Service Membership provides prepaid access to services for one registered smartphone and up to ten additional registered devices including tablets, laptops, smart home devices, and wearables. Televisions are excluded.
4.2.1 Technical Support and Performance Services
a. Twenty Four Seven Technical Support
Support is available for all registered devices. This includes:
• configuration and setup
• connectivity troubleshooting
• software and OS issues
• performance diagnostics
• multi device ecosystem support
b. Performance Tune Ups
Performance optimization services across all registered devices including:
• system and battery evaluations
• storage and memory cleanup
• responsiveness and speed optimization
• firmware and security analysis
c. Seven Day Service Resolution Guarantee
Walnut will complete any approved Service Request within seven days through expedited repair methods or remote resolution. If an external delay occurs, Walnut will provide updated timing.
4.2.2 Device Repair and Support Services
This plan includes diagnostic and repair services for:
• accidental damage
• mechanical breakdown
Theft related assistance is limited to coordination only. No reimbursement or replacement cost is provided.
4.2.3 Service Limits
The Single Phone Protection and Home Bundle includes:
• two Service Requests per Membership Year
• a maximum Service Value of two thousand dollars per approved request
• a maximum total Service Value of four thousand dollars per Membership Year
4.2.4 Member Service Fees
The following fees apply per approved request:
• phone screen repair: forty dollars
• other device repairs: one hundred forty dollars
• replacement device sourcing: two hundred dollars
5. Waiting Period and Activation
5.1 Standard Waiting Period
A thirty day waiting period applies from the Membership Start Date. Any issue, defect, damage, loss, or breakdown that occurs during this period is not eligible for service at any time under the Service Membership.
5.2 AKKO Activation Waiver
If you complete Activation using the AKKO activation link provided after purchase, the waiting period is waived and services become available upon confirmed Activation.
5.3 Devices Added After Enrollment
Devices added after initial enrollment are subject to a separate thirty day waiting period unless activated through the AKKO device verification process.
6. Exclusions
The Service Membership does not include:
• any monetary reimbursement
• indemnity or compensation for loss
• service for pre existing issues
• service for unregistered or ineligible devices
• service beyond the annual limits
• unauthorized repairs, tampering, or modifications
• devices containing counterfeit parts
• cosmetic issues that do not affect function
• intentional or reckless damage
• data recovery services
• devices used primarily for business unless approved
7. Service Request Process
To request service, you must:
Walnut will determine whether repair, remote resolution, part replacement, or replacement sourcing is the appropriate service method.
8. Fees, Billing, and Payment
Membership Fees are billed in advance. Service fees apply to each approved Service Request. Taxes apply.
By enrolling, you authorize Walnut and its payment processors to charge your payment method on a recurring basis.
Failure to maintain a valid payment method may result in suspension or termination of the Service Membership.
9. Term, Renewal, and Cancellation
Your Service Membership continues until cancelled.
You may cancel at any time through the Member Portal.
Except where required by law, Membership Fees already paid are non refundable.
Walnut may suspend or terminate your membership for:
• non payment
• fraud or misrepresentation
• misuse of services
• violation of these Terms
10. Third Party Service Providers
Walnut may use independent service providers to perform services.
Walnut is not responsible for delays caused by vendor capacity, supply chain disruptions, part shortages, or circumstances beyond Walnut control.
11. Privacy
Walnut manages personal information in accordance with its Privacy Policy.
You consent to electronic delivery of all notices and communications related to your membership.
12. Limitation of Liability
To the fullest extent permitted by law:
• services are provided on an as is basis
• Walnut is not liable for indirect, incidental, special, punitive, exemplary, or consequential damages
• Walnut’s total aggregate liability under this Agreement is limited to an amount equal to six months of Membership Fees paid by you
Nothing in this section limits rights that cannot be waived by applicable law.
13. Indemnification
You agree to indemnify and hold harmless Walnut, its affiliates, employees, officers, and service providers from any claim or loss arising out of:
• your misuse of the Service Membership
• any fraudulent activity
• your breach of these Terms
• any violation of applicable law
14. Intellectual Property
All trademarks, service marks, logos, software, and related intellectual property used in connection with the Service Membership are owned by Walnut or its licensors. No rights are transferred to you.
15. Governing Law
Residents of Quebec: this Agreement is governed by the laws of Quebec.
All other residents: this Agreement is governed by the laws of Ontario.
16. Dispute Resolution
Where permitted by applicable law:
• any dispute arising out of or relating to this Agreement will be resolved through individual arbitration
• class proceedings are waived to the extent allowed by law
This section applies only where enforceable under provincial consumer protection legislation.
17. Notices
Notices from Walnut will be delivered electronically to the email address associated with your account.
Notices from you must be submitted through the Member Portal or to any address identified in your Service Summary.
18. Assignment
You may not assign or transfer this Agreement. Walnut may assign or transfer this Agreement to an affiliate or successor without notice, subject to applicable law.
19. Severability
If any provision of this Agreement is determined to be invalid or unenforceable, the remaining provisions continue in full force and effect.
20. Entire Agreement and Survival
This Agreement, including all incorporated policies and the Service Summary, constitutes the complete and exclusive agreement between you and Walnut regarding the Service Membership.
All provisions that by their nature should survive termination will continue in full force, including Limitation of Liability, Indemnification, Intellectual Property, Governing Law, and Dispute Resolution.